How to return a faulty product?
We highly recommend that you contact the manufacturer helpline for general/technical enquiries, before contacting us. Most manufacturers have trained technicians that can help resolve most issues over the phone. If the product is deemed to be faulty, please request a case/RMA number as confirmation of the fault.
Providing a valid case/RMA number will greatly assist in the processing of returns.
Please be aware that if the manufacturer has determined the issue to be a hardware fault, they may choose to deal directly with you. When this is the case there is no need to contact us, unless they advise otherwise.
If you receive a case/RMA number, contact our Customer Service team for a return address then simply return the product, case/RMA number and a copy of the invoice to our return address for a repair or replacement, or whatever the manufacturer advises. Please send the product in its original box with all original package contents, a copy of the invoice, case/RMA number and description of the fault with the Invoice Number in the Attention line:
You will be responsible to have it shipped back to Wireless 1, and we recommend you use insurance and a traceable service. We will cover the cost of shipping it back to you for any faulty items. If you have paid by PayPal and opted in for their free returns policy, you can claim the postage amount back from PayPal Returns. Please see their terms and conditions for full details.
Please note that returns/replacements will only be accepted if all package contents are returned to us. Otherwise, we can only replace the items of which we receive.
Turn around times
If you have a case number from the manufacturer and we have the authority to replace the item, we can replace the item from stock at our warehouse location, once we have verified the fault. This process can take up to 14 days if stock is available.
If it is a repair, it will be quicker to deal directly with the manufacturer. Going through us will add more time to the process. Most brands have good return/repair procedures and this will save time. Repair timeframes are estimated to be 1-4 weeks through manufacturers from when they receive the item.
Return shipping (+ insurance)
When returning a product, we highly recommend using registered post in case the item is lost or damaged within transit. In the case you wish to opt for insurance on the package you send back, please be aware that Wireless 1 is not responsible for any insurance costs you choose to pay for. In the event that you pay for your own return shipping and wish to be reimbursed for the shipping cost, Wireless 1 will provide a refund of the postage as long as a postage receipt is provided, however, insurance costs will not be covered.
Unless otherwise stated, products can be returned to Wireless 1 if they are deemed to be faulty. You may opt for an exchange, repair or refund. Please be advised, laptops, phones, smart watches and any other item with an operating system have a DoA (defective on arrival) period, which is different for each brand. If we are notified of these items after the DoA period, it will only be subject to a repair, we may not be able to provide an exchange or refund for items outside of the DoA period. This does not exempt any consumer guarantees you may be entitled to.
Refunds will be processed strictly via original payment method. Approved refunds will usually be processed within 1-2 business days.
Change of mind for unopened products
7 day refund/exchange policy for change of mind (from the day you receive the item) - if the goods are unopened and strictly in original condition, we will refund/exchange the item for another product. If the product has been sent to you and you choose a refund, the refund will be the total price paid less $10 or actual freight charged, whatever is higher.
Change of mind for opened products
We reserve our right to refuse a return and refund on an item found to be in a non-sellable condition and or with missing parts or packaging. We cannot accept returns on software or any other consumable product once the packaging/seal has been opened. In the event a return is accepted, we reserve our right to charge a restocking fee if product packaging has been opened and no longer considered to be in brand new condition, up to 30% of the purchase price or a minimum of $20 whichever deemed applicable.
Due to some products not being able to be re-sold for various reasons, we may refuse a return if you had simply changed your mind or didn't like the product, once it's been opened.